Job Information
Publix Operational Support Manager- Lakeland in Lakeland, Florida
27835BR
Position Title:
Operational Support Manager- Lakeland
Department:
Public Affairs
Location:
Lakeland, FL
Description:
Publix’s Customer Care and Social Media (CCSM) department is seeking an Operational Support Manager to lead communication, training and development, as well as systems support. This includes serving as the central point of contact for all areas within Publix, curating and maintaining accurate information for customer messaging, and overseeing the technology and processes used by CCSM associates. Ideal candidates have a strong technical acumen with the ability to serve as the subject matter expert and liaison with Publix Technology to communicate and coordinate system updates. Additionally, they are passionate about leading continuous improvement initiatives through user experience, content design, and associate training. Keeping up with current trends in customer care, digital and social media is a must to ensure the department is able to provide seamless premier customer service.
In Publix's corporate offices, we value in-person interactions, similar to those our store associates have with customers. Many of Publix's corporate offices offer work from home up to two days a week. Each business area implements their policy differently and should be discussed during interviews.
What you’ll do
Maintain a deep understanding of customer experiences, common questions and circumstances that require them to seek help or share stories on our various platforms.
Continuously improve and ensure an evolving strategy for centralized knowledge, communications, and supporting systems to maximize the value CCSM adds to customers and associates.
Manage a team of professionals who analyze and interpret quantitative and qualitative data, such as customer contact, chatbot conversations, customer journeys and customer effort to identify opportunities, recommend improvements, and create roadmap for enhancements.
Collaborate with other business areas to develop customer-facing responses, position statements, and other verbiage as the communications lead for CCSM, which include providing status updates and reporting.
Manage continuous improvement and effectiveness of CCSM processes, applications, telecommunications, chatbot(s), and supporting technologies.
Document, plan, measure, report and communicate status and results of initiatives.
Manage continuous improvement and effectiveness of CCSM’s training, development, and onboarding program by setting the strategy for new trainings, evaluation of existing trainings and onboarding process for new associates.
Req ID:
27835BR
Facility:
Lak Publix Corporate Office B003
State:
Florida
Frequency of Pay:
Monthly
Travel Frequency:
0%
Minimum Base Pay:
6,135
Additional Information:
Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It’s satisfying to work for – and be an owner in – a Fortune 100 company that is widely recognized as a leader in the supermarket industry.
Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.
Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.
Address:
3300 Publix Corporate Parkway
Potential Annual Pay with Bonus:
79,755 -119,795
City:
Lakeland
Year End Bonus:
As a year-end bonus to associates, Publix issues one month’s extra pay (pro-rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line above.
Maximum Base Pay:
9,215
Required Qualifications:
Bachelor’s degree in business management, business administration or communications, technical writing, public relations, marketing, or equivalent experience
at least three years of experience with content development for digital channels; and three years working in a content management system (CMS); and five years working in CCSM or a contact center environment; and four years in a professional environment requiring significant project management, communications, and systems experience; and one year managing direct reports
knowledge of communication and user experience (UX) design principles
knowledge of different communication channels and platforms and how people typically interact with them
knowledge of the Publix brand
knowledge of the English language (grammar, punctuation, syntax/structure)
experience writing conversational content
basic skills with Microsoft PowerPoint
intermediate skills with Microsoft Excel
advanced skills with Microsoft Word
willingness to operate a vehicle and have driving record verified
willingness to travel on day and overnight trips
willingness to work nights, weekends, holidays, extended hours, and be on call 24/7 as business needs require
Preferred Qualifications:
five or more years of experience developing content in a communications or public relations environment, and one year developing chatbot content, and three years managing direct reports
UXC or UXMC (user experience certification or master’s certification)
knowledge of Publix customer-facing and internal technology systems, applications and CCSM applications
knowledge of Publix and corporate communication objectives
knowledge of department and company organizational structure, including roles and responsibilities of key associates
knowledge of content management system (Astute Knowledge), Astute Botcase management system (Astute Agent, Agent Assist), social media engagement tool (Astute Social), and Avaya IVR
intermediate skills with Microsoft PowerPoint
Zip Code:
33811-3311
Benefits Information:
Employee stock ownership plan that contributes Publix stock to associates each year at no cost
An opportunity to purchase additional shares of our privately-held stock
401(k) retirement savings plan
Group health, dental and vision plans
Paid Time Off
Paid Parental Leave
Short- and long-term disability insurance
Tuition reimbursement
Free hot lunches (buffet-style) at facilities with a cafeteria
Visit our website to see all of our benefits: Benefits - Jobs (publix.com) (https://jobs-beta.publix.com/benefits/)